Meet Ryan Li, Director, Customer Success + Renewals
When Ryan Li says working at Abnormal has been "the most challenging job of my career," he's not trying to scare you away. He's explaining why it's also been the most rewarding, and why he's grown more in two years here than in the previous decade combined.
August 16, 2025
Starting with Scale in Mind
Ryan joined Abnormal as Senior Manager of Customer Success with a straightforward mandate: support a team of CSMs and help them succeed with their customers. Within a year, that role evolved into something much bigger.
"I was given opportunities to partner with different teams like sales, support, and professional services to build out our self-serve deployment model," he explains. "Right after that, I rebuilt the renewals team from the ground up."
Those experiences taught him what it means to build systems that scale. "I grew in terms of experience building things from scratch and working closely with different departments across the organization."
The Customers That Keep Him Going
What excites Ryan most? The caliber of customers Abnormal serves. "We're constantly bringing in new logos. Globally recognized brands, companies whose products I use on a daily basis, whether food and beverage or automotive."
That exciting growth creates its own challenges - how do we scale our organization to properly touch all of our customers and give them a good experience? How do we make sure they're successful?
Recognition That Reflects Values
This year, Ryan earned a spot in Abnormal's President's Club. An achievement that meant more to him than personal recognition.
"In my career, Customer Success has never been included in President's Club nominations. Leadership here wants to highlight those who have contributed to overall Go-to-Market success. Being included showed me that when you roll up your sleeves and do the job well, leadership takes notice and finds ways to make you feel rewarded."
AI That Amplifies Human Intelligence
Ryan leverages Abnormal's internal AI agent to access institutional knowledge instantly. "Instead of clicking around different articles in Jira, the agent finds exactly what I'm looking for and gives me the support I need to speak with customers and my team about technical and historical details."
It's about having the right information at the right time to make better decisions and provide better support.
The Growth That Comes from Challenge
The challenges aren't obstacles. They're opportunities to prove what's possible when you combine smart people with a clear mission and the freedom to build solutions.
"This has been the most challenging job of my career, and also the most rewarding. My growth from senior manager to director, having all those experiences under my belt, has really helped me grow as a professional."
